AI-Driven Customer Journey Manager

Lloyds Banking Group; Greater London; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Flexible benefits

30 days holiday

Wellbeing initiatives

Job summary

Lloyds Banking Group is seeking a Customer Journey Manager to understand, measure and orchestrate customer and colleague journeys within AI-enabled Client Relationship capabilities for the Corporate & Institutional Bank. You will lead, coach and line manage other CJMs while shaping end-to-end journeys across products, sectors and client types.

Working with Product Owners and design/engineering teams, you will turn insights into practical improvements, prioritise initiatives, and ensure a

Qualifications

• Experience designing journeys or experiences around AI/GenAI products, agents or tooling.
• Demonstrable experience in customer journey management and experience design.
• Strong stakeholder management and cross-functional collaboration.

Responsibilities

• Understand end-to-end customer and colleague journey across products and systems.
• Lead journey mapping and ensure user experience is accurately represented (e.g., via Figma).
• Evaluate journey effectiveness from customer and business perspectives and drive continuous improvement.
• Coordinate cross-functional alignment on journeys, across Product, Experience Design, Engineering and other functions.
• Coach and develop other Customer Journey Managers and contribute to the lab/platform performance.

Skills

Customer journey management

AI familiarity

Stakeholder management

Leadership

Agile

Tools

Figma

Job description

We're looking for a Customer Journey Manager (CJM) to understand, measure and orchestrate the customer and colleague journeys that sit at the heart of AI-enabled Client Relationship capabilities for the Corporate & Institutional Bank (CIB). This is a multi-year transformation: replacing a fragmented origination journey - today spread across more than 60 disconnected systems - with a single Client Relationship Spine that gives colleagues a seamless, end-to-end view of client activity.

Working closely with the Product Owner and the wider product team, you'll be the customer and colleague expert for the journey, developing a deep understanding of the distinct needs and nuances across CIB. You'll use that expertise to define and continuously improve journeys that deliver a consistent experience whilst supporting the complexity of different products, sectors and client types. You'll make sense of insight, shape prioritisation and design choices, and orchestrate across functional boundaries to ensure journeys are effective end to end. As an F-grade CJM, you'll also lead, coach and line manage other Customer Journey Managers, acting as a point of escalation and contributing to the broader performance of the lab or platform.

This is an emerging capability at the intersection of AI, data and customer experience, and the role will evolve as those capabilities mature. You'll help design how CIB colleagues and clients experience the future Interface, Digital Twin and agent-based journeys that will define how the bank serves clients by 2030. We're looking for a commercially minded journey practitioner who understands CIB, collaborates effectively with Product, Experience Design and Engineering, and can turn insight into practical, continuously improving journeys.

Above all, we want someone who lives and breathes AI - genuinely energised by what these technologies can do, hands-on with the latest tools, and constantly experimenting to stay at the frontier. You'll bring that curiosity into the team every day, spotting where emerging AI capabilities can reshape how we work and serve clients.

Key Responsibilities

· Understand the end-to-end customer and colleague journey and the relevant competitor and best-in-class landscape, independently integrating insight and knowledge from disparate data, processes and systems.

· Lead on customer journey and process mapping (Eg Figma) ensuring the intended user experience and journey or process design is accurately represented.

· Continually evaluate the effectiveness of the journey from both a customer and business perspective, bringing external insight to the work and role-modelling a continuous-improvement mentality.

· Analyse key themes using data from a wide range of sources, uncover emerging issues and needs, and identify potential causes, impacts, stakeholders and barriers for the business.

· Coordinate and provide guidance for cross-functional alignment on journeys, building alignment across Product, Experience Design, Engineering and other functions as needed.

· Identify shortcomings, then suggest and implement improvements to existing practices, delivering projects or a workstream within the change programme with guidance from senior colleagues.

· Write and edit materials for a variety of audiences, tailoring tone and content to the needs and expectations of each.

· Develop and/or deliver a plan for your area of responsibility by managing others, and contribute to elements of the organisation's strategic planning.

· Coach, support and develop Customer Journey Managers to achieve personal and business objectives, set medium-term objectives, manage team performance and act as a point of escalation.

If you think all banks are the same, you're wrong. We're a pioneering, fast-changing business that's shaping finance as a force for good. If you're after a role where you can have an impact and do the best work of your career, you've just found it.

What we're looking for?

· Strong Corporate & Institutional Banking or wider financial services knowledge.

· A genuine passion for AI and emerging technology - someone who lives and breathes it: hands-on with current tools, quick to learn new ones, and able to translate fast-moving AI capability into practical, deliverable improvements.

· Experience of designing journeys or experiences around AI/GenAI products, agents or tooling.

· Demonstrable experience in customer journey management, service or experience design, change or delivery, with evidence of improving end-to-end journeys through multidisciplinary teams.

· Proven ability to integrate insight from disparate data, processes and systems and translate it into prioritisation and design decisions.

· Strong stakeholder management, orchestration and influencing skills - aligning perspectives across functions, communicating trade-offs and securing decisions.

· Experience of journey and process mapping and of measuring journey effectiveness from both customer and business perspectives.

· Leadership experience, including coaching, developing and managing the performance of others in line with the business's core values.

· Experience of Agile ways of working, the Product Operating Model and digital transformation experience.

It would be great if you also had:

· Experience of applying journey and experience practices within Corporate or Institutional Banking, including complex client, risk or regulatory environments.

This is a place for you:

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we're committed to creating an environment in which everyone can thrive, learn and develop.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We also offer a wide-ranging benefits package, which includes:

* A generous pension contribution of up to 15%

* An annual performance-related bonus

* Share schemes including free shares

* Benefits you can adapt to your lifestyle, such as discounted shopping

* 30 days' holiday, with bank holidays on top

* A range of wellbeing initiatives and generous parental leave policies